With the Next Best Engagement solution, service providers can recommend, predict and automate real-time decisions to define the Next Best Engagement (NBE) at every touch point of the omni-channel customer journey. The solution is pre-integrated with Salesforce and powered by Fastermind™.
The power has shifted from businesses to consumers. The Generation Cloud customers don’t respect brands per se, they respect service that is valuable, delightful and spot-on in their current moment of their digital journeys. With this unpredictable and impatient crowd, you only get one chance to succeed. The next big thing is always just around the corner.
The old rules of marketing will ruin the customer experience: pushing the same message to a mass of people is irritating, irrelevant and interrupting. The customer experience must also be stellar regardless of the channel. That is why every marketing engagement needs to take into account where the customer is on her journey and how to engage next. Next Best Engagement, powered by Fastermind™, is the solution that makes all this possible.
No customer journey is alike, so engagements should vary accordingly. To get the business results you want, you must find the personal preferences of the customer, increase the likelihood of purchase and learn from customer behavior to give the customer individual attention, regardless of the channel or touch point. All this improves customer loyalty, Return on Investment (ROI) and Net Promoter Score (NPS).
To really engage in the best moment, you need access to the clouds with the relevant information for that particular moment. Next Best Engagement feeds and fetches data from the 1) marketing cloud to proactively engage & nurture, 2) community cloud to generate demand, 3) sales cloud to accelerate revenue generation and close sales and 4) service clouds to assist & follow up.
Customers like to browse and research before making a purchase decision, and they jump between devices. Let them. Stay up-to-date on how your customers use different channels and what they are interested in. Help them make the right decision for them on their journey across the channels.
If you want to compete for your customer’s attention, your best bet is to be one of the preferred options as early as possible. With Next Best Engagement, you can keep your customer interested from the early stages of the decision journey, improve the customer experience as you accumulate more information on the customer behavior and engage with relevant messages and offers .
An incomplete buying process indicates interest. With Next Best Engagement, you nurture that interest by giving your customer a reason to complete the purchase. Offer a discount or other perks for items that your customer was considering without completing the purchase. Crack the customer’s context to close the sales.
Mary is a valued customer of the Operator who wants to improve Mary’s service experience and tap into a great upsell opportunity. Based on her behavior and preferences, The Operator would like to offer the latest flagship model of iPhone to Mary. The offer is coupled with a Gold subscription option to make it more attractive.
This is an example of how the service provider can use the existing information in the channel where it is needed at a given situation. It also demonstrates a great upsell oppurtinity and a way to offer the customer what she needs.
Fastermind™ is a software suite that brings artificial intelligence for digital telcos. It recommends, predicts and automates real-time decisions (RTD) for next best actions, enabling customer engagement automation. Fastermind™ is geared to dig deep into the telco domain data and processes to extract value from the data that only digital service providers own. Discover patterns and give recommendations to engage with your customer with the right message at the right time.